Websites, especially e-commerce websites must have FAQ section as consumers prefer getting answers using the company’s website rather than support agents. The problem is that most online sellers focuses on product descriptions, images, and easy navigation. Though there is no problem with these, FAQ section are mostly ignored. Not optimizing FAQ section might trigger customer satisfaction, leading to the decrease of your customers. Make sure to have an informative FAQ section to avoid this nightmare. Here are the tips to have a well written ‘Frequently Asked Questions”.
Keep your answers short and precise
People who always stay online tend to have lower attention span. Once they see a long content, chances are they will exit the site and find another who can give them want they need in a few minutes. That is why you must always keep your answers clear and straight to the point. Leave the unnecessary things behind and just focus on what your customers want to know. Use bullet form to explain something they should do by steps such as ordering and payment options.
Include your contact details at the end of the page
If your customers cannot find what they are looking for on the FAQ section, the next thing that they are going to do is to look for your contact details. Put your number, email address, and office location at the end of the page. Additionally, make sure that they are accommodated immediately when they contact you.
Insert Images and Videos
People love visuals. Not only are they enticing and pleasing to the eye, it also helps them absorb an information easily compared to reading long texts. To make your FAQ section more appealing, include images, infographics, videos so your customers can easily grasp the answers.
FAQ section should be easy to find
Don’t piss your customers off because finding your FAQ section is like finding Waldo. Put a direct link on your site’s footer, in your drop down menus, or in your descriptions. That way they will be able to find it with ease. They might even click it even if that is not their main goal in the first place, increasing the chance of them purchasing a product or acquiring a service.
Never put promotions in FAQ section
Never put your latest products, services, and discounts on FAQ section. Remember that the main objective of this page is to help your customers have a clear understanding of how a certain procedure works on your website. Let’s keep it that way.
Do not exceed 5 questions
Common questions that customers ask are not as many as you think. Before you create a list of questions that most customers will likely ask, filter them first and choose the important ones. Cross out the ones who have little importance because they will just make your FAQ section longer than it should be.
Update your FAQ section constantly
Nothing will piss a customer off than an outdated information. For example, your customer chose to pay using a method that is no longer applicable to your website. Finding out that that method is not available anymore when it is clearly included on your FAQ section is a total bummer. Do not waste your customer’s time and effort by outdated information. If there is a change happening on your site, update them immediately so you won’t have to deal with angry customers.
Categorize your questions for easy navigation
Unorganized set of questions are not pleasing to the eye. Keep it neat by dividing them into different categories so your customers can easily find exactly what they are looking for. For example:
Product replacement
Warranty
Modes of Payment
Refund Policy
Order cancellation
Product Delivery
This way, customers easily navigate through your FAQ section and get the answer that they need.
Add links to your answers
Adding links to your website are a great way to add relevant information for your customers. It will also benefit your rankings on search results. Just make sure that you insert a keyword and link naturally so it will not look irrelevant and spammy.
10. Provide a search option on your FAQ section
If your customers are having a hard time finding out what they are looking for, provide a search option on the page and so they could just type the keywords and find the answer to their questions instantly.
FAQ is indeed an underrated section that you should prioritize for your website. It gives people a clear instruction and it also shows that your business has an excellent customer service. So if you are wondering why customers keep visiting your site but they are not acquiring a product or a service, try calling your website design agency, ask them to create a FAQ section for your website, and see the difference that it can do for your business.
